CMS Surveyors OS · System Blueprint

Every conversation.
Captured. Understood. Actioned.

Every call, WhatsApp and email your team has, automatically turned into tasks in Reonic and one timeline per customer. Nothing lost, nothing re-keyed, nothing disputed.

Every conversation lands in someone's head. Then it's gone.

Intermedia Elevate records + transcribes every call ALREADY IN YOUR BILL The intelligence layer identifies the customer reads the conversation · raises the actions THE LEVITY BUILD work calls in the Elevate app Reonic contact updated · tasks raised 0 The portal every touchpoint, one timeline MARK'S BUILD · 70% → 100% 0 Team ping “2 tasks await your review” People's heads scribbled notes · memory · nothing Lost · disputed · re-keyed “that's not what was said” 0 Desk phones office team Field mobiles Ryan, Scott + vans WhatsApp one company number Email info@ + personal
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The one rule that makes capture total: work calls happen on work numbers — desk phones as now, field team in the Elevate app. A call to someone's personal mobile is invisible to any software, so the work number is the only number CMS publishes.

Desk phones Field mobiles WhatsApp Email
↓
People's heads
scribbled notes · memory · nothing
↓
Lost · disputed · re-keyed
“that's not what was said”
0
↓
Intermedia Elevate
records + transcribes every call · field team via the Elevate app · already in your bill
↓
The intelligence layer
identifies the customer · reads the conversation · raises the actions
↓
Reonic
contact updated · tasks raised
0
↓
The portal
Mark's build, taken to 100% together · every touchpoint, one timeline
0
↓
Team ping
“2 tasks await your review”
The problem today

Work happens in conversations.
Then the conversations vanish.

LOST

Calls live in people's heads

Ryan agrees something in the van. It never reaches the office. Follow-ups depend on memory and re-keyed notes.

SCATTERED

Five places, no picture

Desk phones, mobiles, WhatsApp, email, Reonic. No single view of what a customer has been told, by whom, when.

DISPUTED

"That's not what was said"

Verbal agreements with no record. Every dispute becomes one person's word against another's.

The system

Three layers. Built on what
you already pay for.

No rip-and-replace. No new phone system. The capture layer is the one you already run, switched on properly, and a new brain sits on top of it.

Layer 1 · Capture — already yours · Intermedia Elevate

Every work conversation, recorded at source

Your existing Elevate phone system (via Freestyle) does this out of the box: recording and transcription switched on for every user. No new vendor, no migration.

Office desk phonesAlready on Elevate. Recording toggled on. Field team mobilesElevate app, calls ride the normal cellular network. Full quality in a van, recorded. WhatsApp BusinessOfficial Meta API on the CMS number. EmailMack already reads and drafts it today.
Layer 2 · Intelligence — the Levity build

The brain. This is the part nobody sells off the shelf.

Seconds after a conversation ends, the brain takes over. It works out who was involved, what was agreed, and what has to happen next, then does the admin itself.

01IngestTranscript + who called, when, how long
02IdentifyMatches the number to the right Reonic customer
03UnderstandSummary of what was discussed and agreed
04ActionTasks raised in Reonic, contact updated or created
05Notify"Call logged, tasks ready for review" to the right person
Why this can't be bought: off-the-shelf tools summarise calls inside their own app and stop there. None of them create the task in Reonic, attach it to the right customer, and file it next to the WhatsApp thread and the email chain. That glue, into the system CMS actually runs on, is the build.
Layer 3 · Record — your systems · Reonic + Portal

One timeline per customer. First contact to aftercare.

Everything lands where the business already lives. Reonic stays the source of truth; the portal becomes the window onto it.

Reonic

Contacts created or updated automatically. Tasks raised against the right job and assigned to the right person. No re-keying, ever.

The Portal (Mark's build, taken to 100%)

Every touchpoint on one searchable timeline: calls, WhatsApps, emails, side by side. "What have we told this customer?" becomes a ten-second lookup.

Layer 4 · Customer-facing — final phase

The customer's own window

Once the inside is solid: a clean customer-facing view of their job, updates and documents. Deliberately last, because the value above doesn't depend on customers adopting anything.

A phone system can summarise a call.
It can't put the task in Reonic, attach it to the right customer, and show it beside the WhatsApp that followed. That's the build.
Watch it happen

One call, start to finish.

Tuesday afternoon. A customer rings Ryan while he's driving between jobs. Ryan does nothing except have the call.

cms-brain · live event stream
14:02:11[elevate] Inbound call → Ryan (mobile app) from 07•••• 493 112 14:09:47[elevate] Call ended · 7m 36s · recording saved 14:09:52[elevate] Transcript ready → pushed to brain 14:09:54[brain] Caller matched → Mrs Henderson · Corstorphine · job #1482 14:09:57[brain] Summary: inverter delivery delayed ~2 weeks. Customer anxious about install date. Ryan promised a revised schedule by Friday. 14:09:58[brain] Actions found: 2 14:10:01[reonic] Task created → "Send Mrs Henderson revised schedule by Fri" · assigned: Ryan 14:10:01[reonic] Task created → "Chase supplier on inverter ETA" · assigned: office 14:10:02[portal] Timeline updated → call + summary filed under Henderson #1482
CMS Brain → Ryan
Call with Mrs Henderson logged. 2 tasks raised and awaiting your one-tap confirm.
14:10:04[brain] Done. Total human admin: 0 minutes
Who does what

Rented pipes. Bespoke brain.
Your systems of record.

Rented · Elevate + Meta

The pipes

  • Phone system, recording, transcription
  • WhatsApp Business Platform
  • Carrier-grade uptime, their problem not ours
Cost: mostly already in your Freestyle bill + pennies per WhatsApp conversation
Built · Levity Leads

The brain

  • Ingestion from every channel
  • Customer matching against Reonic
  • Summaries, task creation, routing, notifications
  • The unified timeline in the portal
This is the bespoke build. It exists nowhere else and it's glued to how CMS actually works.
Yours · CMS

The records + the habit

  • Reonic stays the source of truth
  • The portal Mark started, taken to 100% together
  • One habit: work calls on work numbers
The habit is the make-or-break. Mark drives it internally.
And yes, WhatsApp

Send a WhatsApp like you send an email.

To make it real

Four things we need from CMS.

That's the whole list. Everything else is on us.

1

Thirty minutes with Freestyle

Confirm the Elevate plan includes recording (upgrade if not), switch recording on for every user, and generate API access from the admin panel so the brain can pull transcripts.

MARK + FREESTYLE · ~30 MIN
2

Work calls on work numbers

Office is already covered. Field team use the Elevate app for work calls, and the two people on personal mobiles get work numbers. One habit, total capture.

MARK · TEAM POLICY
3

Meta Business Manager access

Add Levity as a partner on the CMS Meta account (no shared passwords) and pick the number that becomes the official CMS WhatsApp line.

MARK · 15 MIN
4

One reviewer, two weeks

For the first fortnight, AI-raised tasks wait for a one-tap confirm before they hit Reonic. One named person taps the button. Once trusted, it goes fully automatic.

CMS · 5 MIN / DAY

Nothing said to a customer
ever gets lost again.

Built on the phone system you already pay for, the CRM you already run, and the portal you already started. The brain in the middle is the build.

CMS SURVEYORS OS · BLUEPRINT

Built by Levity Leads